Technical Customer Success Specialist (Evening shift)

UAB "Oxylabs"

Job Overview

Location

Vilnius

Job Type

Full-time

Full Job Description

📋 Description

• Provide technical support to enterprise clients using Oxylabs’ web data gathering solutions, ensuring seamless onboarding and ongoing product adoption.
• Troubleshoot complex technical issues related to API integration, proxy configurations, data extraction workflows, and authentication protocols.
• Guide clients through product setup, configuration, and optimization to maximize value and performance of Oxylabs’ tools.
• Serve as the primary technical point of contact for clients during evening shift hours, responding to inquiries via email, chat, and ticketing systems.
• Collaborate with Engineering and Product teams to escalate critical bugs, feature requests, and usability feedback from clients.
• Document recurring technical issues and solutions to improve internal knowledge bases and client-facing resources.
• Monitor client usage patterns and proactively identify potential adoption barriers or performance bottlenecks.
• Deliver clear, concise, and empathetic communication to clients with varying levels of technical expertise, from developers to business stakeholders.
• Maintain high customer satisfaction by resolving issues efficiently while upholding service level agreements and response time targets.
• Participate in internal knowledge-sharing sessions and training programs to stay current on product updates, new features, and technical changes.
• Contribute to the continuous improvement of customer success workflows, documentation, and escalation procedures.
• Work closely with Account Managers to align technical support with client retention and expansion goals.
• Adapt to evolving client needs in a fast-paced, global tech environment with clients across multiple time zones and industries.
• Represent Oxylabs’ commitment to customer excellence by fostering trust, reliability, and long-term client relationships.

🎯 Requirements

• Proven experience in technical customer support or success roles within a SaaS or tech product environment
• Strong understanding of APIs, HTTP protocols, and web scraping technologies
• Ability to troubleshoot technical issues related to proxies, IP rotation, headers, and data extraction workflows
• Excellent written and verbal communication skills in English
• Comfort working evening shift hours (UTC+2 time zone)
• Problem-solving mindset with attention to detail and ability to document processes clearly

🏖️ Benefits

• Access to internal and external learning resources to support professional growth
• Participation in regular knowledge-sharing events and team development activities
• Support for mental and physical well-being through dedicated resources
• Opportunities for career advancement into roles such as Account Management, Engineering, Data Analytics, or Product

Skills & Technologies

Onsite

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UAB "Oxylabs"

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About UAB "Oxylabs"

UAB "Oxylabs" is a Lithuanian technology firm providing large-scale web data collection infrastructure. The company operates a global proxy network spanning residential, mobile, and datacenter IPs, coupled with AI-powered web scraping APIs, datasets, and scraper management tools. Its services enable enterprises to gather public web data for market research, brand protection, cybersecurity, and price monitoring while offering compliance and anti-detection features. Oxylabs serves Fortune 500 companies, academic institutions, and government agencies via cloud-hosted solutions, custom professional services, and a dedicated data delivery platform.

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